Empty promises

Last week I made contact with OUTsurance to obtain a quote for a used motor vehicle which I had purchased. After what seemed like half an hour, the consultant advised that he would email the policy to me for perusal, even though the OUTsurance quote was approx R300 higher than a quote received from another insurer. To date this email has never been received. Customer Service -- haha - they don't even know the meaning.